All-in-One contact center solution
Have a call center that operates globally 24/7/365? Need a way to make your small start-up appear as professional as the big guys? ShoreTel Connect Contact Center is your best choice. With IP telephony, multi-modal communications tools, robust reporting features and application integration built right in, Connect Contact Center outshines the competition–and will make your team a star performer for your bottom line. And because it works with Connect CLOUD, ONSITE and HYBRID deployment types, you have increased flexibility to change the way you manage your communications solutions in the future.
Respond quickly and flexibly by phone, email, or web chat
Business intelligence right where it’s needed
- Access calls, texts, CRM data, call history, reports and more
- Includes universal queuing and enterprise resource matching
- Offers optimized call routing by service level, skill matching, priority, customer identity, schedules and caller location
- Voicemail and fax can also be routed to individual agents through emails
- Deploys in all unified communications environments: cloud, onsite and hybrid
Increase efficiency, reduce costs
- Agent screen pops with detailed customer information reduces interaction time
- Unified desktop client shows the presence status of experts outside the call center
- Advanced call routing ensures calls go to the right agents, reducing the service time per call
- Real-time and historical information about callers, trunks, groups and agent utilization allows supervisors to optimize resources
Business Process Application Integration
- Quickly know not just who is calling, but why they’re calling
- Track not just call volumes but outcomes
- Salesforce, NetSuite, MS Dynamics, Symitar and more
- Transfer the call and all customer history automatically
Advanced Functionality
- Targeted campaigns with the flexibility to schedule them for different time zones or specific times of day or week
- Manage your dial lists through any database that is ODBC compliant
- Optimize your operations by blending inbound and outbound calls.
- Agents can preview customer information through a screen pop so they are better prepared for the call